When you receive a retrieval request, you must reply with evidence about the transaction within 12 calendar days. The evidence you provide should meet the requirements on the retrieval request.
Important: If you don’t reply on time or if your response doesn’t meet the requirements, your retrieval request may result in a chargeback. You’ll not be able to dispute this chargeback.
What do I need to include in my response?
- The notification letter
- The case number for the retrieval request
- Evidence that proves the transaction is valid, for example:
- Sales drafts
- Receipts
- Your returns policy
- Invoices
Important: Send your notification letter, case number, and evidence in a single response. If you send multiple responses, the issuing bank uses only the first response to fulfil the request.
Your response should:
- Be clear and legible
- Be related to the transaction that the issuing bank has mentioned on the request
- Include the case number for the retrieval request on each page
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Tags: chargeback process, retrieval request, chargeback notification, proof, respond to retrieval request, response requirements, transaction documentation